Service Desk Manager

G42 is a technology holding group and a global leader in creating visionary artificial intelligence for a better tomorrow. Born in Abu Dhabi and operating worldwide across industries, G42 is on a mission to build the Intelligence Grid for the AI-native societies of today and tomorrow. From molecular biology to space exploration and everything in between, G42 realizes exponential possibilities today.

Overview:

G42 is seeking an experienced and customer-focused Service Desk Manager to lead and oversee Operation & Maintenance Service Desk supporting G42 Americas. Based in the UAE, this role will be responsible for ensuring high-quality service delivery across multiple locations and time zones, driving operational excellence, service performance, user satisfaction, and continuous improvement initiatives.

The ideal candidate will possess strong leadership capabilities, service management expertise, and a passion for delivering exceptional end-user support within a fast-paced and technology-driven environment.

Responsibilities:

Service Desk Leadership

• Lead and manage the day-to-day operations of the Service Desk supporting G42 Americas products and services.
• Ensure timely resolution of incidents, service requests, and escalations in accordance with agreed service levels (SLAs).
• Establish and maintain a high-performing, customer-centric support culture.
• Manage Service Desk resources, workload distribution, shift coverage, and operational priorities.

Service Delivery & Operations

• Monitor Service Desk performance metrics, KPIs, and SLAs to ensure service excellence.
• Develop and maintain incident management, request fulfillment, escalation, and problem management processes.
• Act as the primary escalation point for critical incidents affecting business operations.
• Coordinate with Infrastructure, Security, and Service teams to drive issue resolution.
• Ensure effective support coverage 24x7 for our global customers.

Stakeholder Management

• Partner closely with various teams including engineering, commercial, and finance to understand support requirements and improve service delivery.
• Provide regular operational updates and service performance reporting to leadership.
• Manage customer communications during major incidents, outages, and planned maintenance activities.
• Build strong relationships with internal and external technology partners.

Continuous Improvement

• Drive automation and process improvement initiatives to enhance service efficiency and customer experience.
• Identify recurring issues and implement preventive measures through root-cause analysis.
• Maintain and optimize ITSM platforms, knowledge bases, service catalogs, and support documentation.
• Support the adoption of AI-enabled service management capabilities and self-service solutions.

Governance & Reporting

• Track and report key operational metrics, including:
  • SLA Compliance
  • First Contact Resolution
  • Ticket Backlog
  • Mean Time to Resolution (MTTR)
  • Customer Satisfaction (CSAT)
  • Service Availability
• Prepare monthly service reviews and executive-level operational reports.
• Ensure adherence to governance, compliance, and security standards.

Team Development

• Mentor, coach, and develop Service Desk engineers.
• Establish performance objectives and development plans.
• Promote knowledge sharing and continuous learning within the support organization.

Qualifications:

• Bachelor's degree in Information Technology, Computer Science, Information Systems, or related field.
• 7+ years of experience in IT Service Management, End User Support, or Service Desk Operations.
• Minimum 3 years of experience leading Service Desk or IT Support teams in an enterprise environment.
• Experience supporting global organizations across multiple regions and time zones.
• Experience managing ITSM platforms such as ServiceNow, Jira Service Management, , or similar solutions.
• Excellent stakeholder management, communication, and leadership skills.

Preferred Qualifications

• ITIL Foundation or higher certification.
• Familiarity with AI-enabled support tools, automation, and digital employee experience platforms.
• Experience within a high-growth technology, AI, or digital transformation environment.
• Knowledge of cybersecurity best practices within end-user support functions.

What we look for

At G42, we look for people who share our ambition to build a future to believe in. You see opportunities in complexity and move with pace to turn vision into reality. You think big, act decisively, and embrace AI as a catalyst for progress. You build trust through collaboration, seek out diverse perspectives, and turn ideas into tangible impact. You challenge assumptions, simplify the complex, and work with intention. Above all, you take ownership for outcomes, for growth, and for shaping solutions that matter to our customers, communities, and the world.

What working at G42 offers

- A forward-looking, inclusive workplace built on innovation and collaboration.

- Hybrid work flexibility and meaningful growth through structured development and high-impact AI projects.

- Competitive compensation with performance incentives and comprehensive health coverage.

- Lifestyle perks designed for your life in the UAE including medical support, wellbeing initiatives, and access to exclusive partner discounts.